unison - Customer Service RepresentativeNinja Partners

Position Title: Customer Service Representative - Unison
Job Location: Clark Freeport Zone, Pampanga
Why we're awesome?
SupportNinja is redefining the outsourcing space. Our mission is to "Show the World a Better way to Outsource". What does this mean?
We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.
We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world's largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.
Be a Ninja and enjoy the following benefits:
Fun, fast-paced environment where you can stretch your creativity
Stress-free start up accounts
HMO upon hire + 1 dependent upon regularization!
Life Insurance upon hire
10 Paid time off upon regularization + 1 Birthday leave every year!
Competitive Salary
Primary Objectives:
To interact with the customers/clients in order to answer questions, resolve support issues, improve credibility, and nurture relationships.
Job Responsibilities:
Opens and maintains customer accounts by recording account information
Maintains a positive, empathetic and professional attitude toward customers at all times
Responds promptly to customer inquiries
Communicates with customers through various channels; chat, email & phone
Acknowledges and resolves customer complaints
Obtains product mastery in order to respond to the customers' concerns promptly and accordingly
Processes orders, forms, applications, and requests
Keeps records of customer interactions, transactions, comments and complaints
Communicates and coordinates with colleagues as necessary
Provides feedback on the efficiency of the customer service process
Provides comprehensive and professional customer support to ensure customer satisfaction.
Act as a first point of contact for our homeowner partners with a welcoming and friendly voice and demeanor.
Use, and become very familiar with, the resources available to you (system generated email templates, FAQ guidelines, tutorials, etc.) to respond to basic homeowner questions, such as:
Steps needed to refinance a property
Steps needed to sell a property
What to do about remodeling projects
What certain terms of the agreement mean
How to access information about their agreement
Escalate unresolved issues to senior members of the team through phone transfers or notifications within the system
Deliver information and assistance with the highest level of accuracy, detail, and empathy
Assist with the execution of risk management initiatives and/or other ad-hoc initiatives, such as outbound phone calls to delinquent or otherwise at-risk homeowners
Documenting all homeowner interactions and assisting with maintaining systems of record according to the specific and detailed instructions provided
Qualifications:
Proven customer support experience.
Track record of over-achieving quota.
Strong phone contact handling skills and active listening.
Familiar with CRM systems and practices.
Customer orientation and ability to adapt/respond to different types of characters.
Excellent communication and presentation skills.
Ability to multitask, prioritize and manage time effectively.
High school diploma or equivalent; college degree preferred.
Excellent customer service acumen.
Eager to accept new challenges and tasks.
Curious, with a continuous desire to learn.
Energetic, with a passion for helping others.
High level of integrity - someone who can feel comfortable discussing problems and learning from mistakes.
Previous experience working as a CSR in US based financial or housing industry.
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.